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I wanted to call the engineers because I had a question. Perhaps rather stupidly, I dialled 151 (because that's the published number). The person who answered said she was in Billing, and told me that's what 151 was. I asked to be put through, and she proceeded to ask me a load of irrelevant questions to "validate the account" whatever that means (she couldn't explain). Eventually she gave me the number of Openreach, (a) weren't there and (b) probably couldn;t answer my question, being the department that deals with poles, street cabinets and the like. The BT woman obviously had no idea what I or she were talking about, and had no concept of what anyone else in the company did.
Is it too much to ask that the published number actually connects the caller to the people the publishers say it will?
Are you aware of the split between BT consumer and the rest of BT , in particular Openreach and TSO,
Because of complaints that BT as a group favoured their own 'consumer' division at the expense of others, like Talk Talk and Sky, the regulator OFCOM decided that you the consumer should only speak to your service provider and they would speak to their supplier (Openreach, BT Wholesale etc.), there is no reason why a BT consumer rep would have any technical knowledge , they deal with bills and what is on offer for you to purchase
You can only realy speak to OR to report dangerous like plant, like a leaning pole, or a cabinet door open, as your query is not lineplant related , you would probably need to speak to BT TSO, (the department that deals with the exchange switch and other technical stuff) and thay have no need to offer the public a number to contact them on
Hmm. I can understand the thinking, but the way it was implemented is completely cockeyed and pleases the pen-pushers but benefits nobody, least of all the end user. It's like having to go into my TV shop if I want to know when Eastenders is on (the difference being, the man in the telly shop will probably know). The lack of connection between the departments means that it is impossible to find someone who knows anything other than what is written in front of them, and any initiative seems verboten. (Staff training is another problem, which I shall avoid on this page.)
It used to be the case that if you rang the engineers you could speak to one (especially after office hours when the usual telephonists had gone home), if you rang the operator you could speak to one without having to listen to a load of recored gumf first (and they could do stuff) and if you rang sales or billing they could answer your questions promptly and accurately. None of this is possible any longer. It's so difficult to get what you want now I think BT don't like people ringing them 🙂
I know people tend not to work outside their own field, but I could never work without knowing as much as possible about the company I worked for, what they did, how they did it, and so on. Or am I just too old-fashioned for modern industry and those of us who actually care are too close to retiring to be relevant?